Dynamic visualization of big data

ABSTRACT

Dynamic visualization of big data is provided. Data describing a user is received from at least one of a plurality of data sources. One or more characteristics of the user are determined based, at least in part, on the data describing the user. One or more visual indicators are determined based, at least in part, on the one or more characteristics of the user. A visual representation of the user is presented. The visual representation is based, at least in part, on the one or more visual indicators.

BACKGROUND OF THE INVENTION

The present invention relates generally to the field of big data, andmore particularly to providing dynamic visualization of big data.

Customer support services, emergency response services, and otherservices can use telecommunication technologies to communicate with aplurality of clients. Typically, a duration for a completed call (i.e.,a tele-communicative interaction between a client and a service that hasbeen appropriately handled by the service) is represented by an averagehandling time (AHT). The AHT for each of the plurality of clients thatthe service interacts with may depend on information provided to theservice and the manner in which the information is provided.

SUMMARY

According to one embodiment of the present invention, a method fordynamic visualization of big data is provided. The method includesreceiving, by one or more processors, data describing a user from atleast one of a plurality of data sources; determining, by one or moreprocessors, one or more characteristics of the user based, at least inpart, on the data describing the user; determining, by one or moreprocessors, one or more visual indicators based, at least in part, onthe one or more characteristics of the user; and presenting, by one ormore processors, a visual representation of the user, wherein the visualrepresentation is based, at least in part, on the one or more visualindicators.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of a computing environment, in accordance withan embodiment of the present invention;

FIGS. 2A-2F are diagrams illustrating a visual representation ofcharacteristics of a user of a client computer system, in accordancewith an embodiment of the present invention;

FIG. 3 is a flowchart illustrating operational steps for creating anenriched client profile, in accordance with an embodiment of the presentinvention; and

FIG. 4 is a block diagram of internal and external components of thecomputer systems of FIG. 1, in accordance with an embodiment of thepresent invention.

DETAILED DESCRIPTION

Embodiments of the present invention provide methods for offeringdynamic visualization of one or more characteristics of a client to aservice. Embodiments of the present invention capture client informationfrom data stores (e.g., customer databases and internal source callcenter logs) and translates the captured client information into dynamicvisual representations of characteristics of the client. In this manner,as discussed in greater detail herein, embodiments of the presentinvention can be implemented by services (e.g., call centers, customersupport services, support hotlines, and emergency response services),for example, to reduce an average handling time (AHT) for clientinteractions.

FIG. 1 is a block diagram of computing environment 100, in accordancewith an embodiment of the present invention. Computing environment 100includes data stores 110, target computer system 130, client computersystem 140, all interconnected by network 120.

Data stores 110 are accessible by target computer system 130 and clientcomputer system 140 via network 120. Data stores 110 can comprise one ormore data stores on one or more computer systems. In this embodiment,data stores 110 contain information used by client computer system 140and target computer system 130. Examples of data stores which may berepresented by data stores 110 include, but are not limited to, customerdatabases, internal source call center logs, network real timeperformance data, customer relationship management sources, social mediadatabases, and combinations thereof. Furthermore, data stores 110 mayalso contain a translation map comprising one or more tables thatassociates characteristics of a user with visual indicators, asdiscussed in greater detail herein. Data stores 110 may be updated withinformation from big data sources automatically (e.g., once a day)and/or manually (e.g., user specification).

Network 120 can be, for example, a local area network (LAN), a wide areanetwork (WAN) such as the Internet, or a combination of the two, andinclude wired, wireless, or fiber optic connections. In general, network120 can be any combination of connections and protocols that willsupport communications between client computer system 140, targetcomputer system 130, and data stores 110, in accordance with embodimentsof the present invention.

Target computer system 130 includes data retrieval component 132,service application 134, and enriched client profile 136. Targetcomputer system 130 receives information associated with a user ofclient computer system 140 (e.g., characteristics) from data stores 110.In this embodiment, users of target computer system 130 are one or morepersons from a service. Examples of types of users of target computersystem 130 include, but are not limited to, employees at call centers,dispatchers at emergency response services, and agents at customersupport services. Target computer system 130 can be can be a desktopcomputer, laptop computer, specialized computer server, or any othercomputer system known in the art. In general, target computer system 130is representative of any electronic device, or combination of electronicdevices, capable of executing machine-readable program instructions, asdescribed in greater detail with regard to FIG. 4.

Data retrieval component 132 retrieves information associated with auser of client computer system 140 from data stores 110. Data retrievalcomponent 132 uses the retrieved information to create enriched clientprofile 136 by service application 134. In this embodiment, dataretrieval component 132 is stored and executed on target computer system130. In another embodiment, data retrieval component 132 may be storedand executed on another computer system separate from target computersystem 130 (not depicted). Data retrieval component 132 may include oneor more components that selectively retrieve information associated witha user of client computer system 140 (e.g., characteristics of theuser). For example, a customer support service may use data retrievalcomponent 132 to selectively retrieve information such as, logs ofprevious call history between a user of client computer system 140 andthe customer support service, network and location information for auser of client computer system 140, social media information for a userof client computer system 140, and an internal customer profile (e.g.,purchase history).

Service application 134 processes the retrieved information associatedwith a user of client computer system 140 from data retrieval component132. In this embodiment, service application 134 uses a translation mapto translate the retrieved information into one or more visualindicators (e.g., language representations, dynamic images, andinteractive objects) for enriched client profile 136. Serviceapplication 134 creates enriched client profile 136 using stack tools(e.g., natural language processing tools or semantic analysis tools) toblend retrieved information associated with the user of client computersystem 140. In this embodiment, service application 134 is stored andexecuted on target computer system 130. In another embodiment, serviceapplication 134 may be stored and executed on another computer systemseparate from target computer system 130 (not depicted). Serviceapplication 134 may include one or more components that process (e.g.,consolidate or blend) information associated with the user of clientcomputer system 140 to create enriched client profile 136.

Enriched client profile 136 provides a visual representation ofinformation associated with a user of client computer system 140 to auser of target computer system 130. In this embodiment, enriched clientprofile 136 includes visual indicators that represent characteristics ofthe user of client computer system 140. A visual indicator issemantically related to the characteristic with which the visualindicator is associated. For example, a visual indicator is an imagethat depicts an object that suggests the characteristic. Thecharacteristics of the user are determined based on informationassociated with the user of client computer system 140 from data stores110. Furthermore, the visual indicators and representations maydynamically interact with each other. Examples of enriched clientprofile 136 are depicted in FIGS. 2A-2F, wherein each enriched clientprofile 136 comprises an avatar and one or more visual indicators. Insome embodiments, enriched client profile 136 includes a client recordplus (i.e., enriched with) characteristics of the user of clientcomputer system 140.

Client computer system 140 is a computer system that exchangesinformation associated with a user of client computer system 140 withdata stores 110 via network 120. Client computer system 140 may transmitinformation associated with the user of client computer system 140automatically or upon request of the user of client computer system 140.For example, location information, network information, personalinterests, social media updates, client information, and other types ofinformation can be automatically transmitted to data stores 110, asdescribed in greater detail with regard to FIG. 3. In anotherembodiment, an authorization may be provided by the user of clientcomputer system 140, initiating transmission of information associatedwith the user of client computer system 140 to data stores 110. Forexample, a user of target computer system 130 (e.g., a support serviceemployee) may interact with a user of client computer system 140 (e.g.,a client). In this instance, the user of target computer system 130 mayrequest the user of client computer system 140 to authorize transmissionof location information to data stores 110 for subsequent processing.Subsequently, the location information associated with the user ofclient computer system 140 is transmitted to data stores 110.Accordingly, a new enriched client profile 136 is generated based, atleast in part, on the retrieved location information associated with theuser of client computer system 140. In this embodiment, client computersystem 140 interacts with target computer system 130 to establishcommunication between a user of client computer system 140 and a user oftarget computer system 130. Client computer system 140 can be can be adesktop computer, laptop computer, specialized computer server, or anyother computer system known in the art. In general, client computersystem 140 is representative of any electronic device, or combination ofelectronic devices, capable of executing machine-readable programinstructions, as described in greater detail with regard to FIG. 4. Inone embodiment, client computer system 140 is a portable electronicdevice, in which case a user of client computer system 140 uses clientcomputer system 140 to interact (e.g., phone call or instant message)with a user of target computer system 130 via network 120.

FIGS. 2A-2F are diagrams that each illustrate a visual representation(e.g., avatar 200) of information associated with a user of clientcomputer system 140, in accordance with an embodiment of the presentinvention. In this embodiment, the information associated with the userof client computer system 140 (e.g., characteristics) stored in datastores 110 are translated into one or more visual indicators. Asdiscussed in greater detail later in this specification, serviceapplication 134 uses a translation map stored in data stores 110 toidentify one or more visual indicators that correspond tocharacteristics of the user of client computer system 140. Enrichedclient profile 136 is presented to a user of target computer system 130responsive to the user of target computer system 130 establishing aninteraction with the user of client computer system 140.

FIG. 2A illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is a visualrepresentation of the user of client computer system 140. In otherembodiments, avatar 200 is modified using visual indicators based on oneor more characteristics of the user of client computer system 140.

FIG. 2B illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is enriched withvisual indicator 204, visual indicator 206, and visual indicator 208 tocreate enriched client profile 136. In another embodiment, enrichedclient profile 136 may comprise a greater or lesser number of visualindicators. Visual indicator 204 depicts a shirt superimposed overavatar 200, wherein the shirt provides an indication of a location ofthe user of client computer system 140. For example, a national flagpattern may be a design of visual indicator 204. In this case, thevisual indicator may be an image of a national flag, which issemantically related to the location of the user. Visual indicator 206depicts a conversation bubble emitting from avatar 200, wherein theconversation bubble provides an indication of the preferred languagespoken by the user of client computer system 140. For example, Spanishtext within visual indicator 206 can indicate that the preferred spokenlanguage of the user of client computer system 140 is Spanish. Visualindicator 208 depicts an emoticon superimposed over avatar 200, whereinthe emoticon provides an indication of a current mood of the user ofclient computer system 140. For example, a frown face can be visualindicator 208 and may indicate that the user of client computer system140 is currently unhappy. In general, visual indicators 204, 206, and208 are visual indicators representing characteristics of the user ofclient computer system 140 (e.g., preferred spoken language, origin ofcall, mood of client, and other personal information from data stores110).

FIG. 2C illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is enriched withvisual indicator 210, visual indicator 212, visual indicator 214, andvisual indicator 216 to create enriched client profile 136. In anotherembodiment, enriched client profile 136 may comprise a greater or lessernumber of visual indicators. Visual indicator 210 depicts a shopping bagheld by avatar 200, wherein the shopping bag provides an indication thatthe user of client computer system 140 frequently shops. Visualindicator 212 depicts a pennant held by avatar 200, wherein the pennantprovides an indication that the user of client computer system 140enjoys sporting events. Visual indicator 214 depicts a pair ofheadphones worn by avatar 200, wherein the pair of headphones providesan indication that the user of client computer system 140 enjoyslistening to music. Visual indicator 216 depicts an icon located nearavatar 200, wherein the icon indicates an application that the user ofclient computer system 140 frequently uses. In general, visualindicators 210, 212, 214, and 216 are visual indicators representingdifferent characteristics of the user of client computer system 140(e.g., lifestyle choices, hobbies, personal preferences, and otherpersonal interest information from data stores 110).

FIG. 2D illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is enriched visualindicator 218, visual indicator 220, and visual indicator 222. Inanother embodiment, enriched client profile 136 may comprise a greateror lesser number of visual indicators. Visual indicator 218 depicts anicon located near avatar 200, wherein the icon indicates a number oftimes a user of client computer system 140 (i.e., a client) hasinteracted (e.g., called) with a particular user of target computersystem 130 (i.e., customer service representative). For example, visualindicator 218 may indicate that four interactions have taken placebetween the user of client computer system 140 and the user of targetcomputer system 130. Visual indicator 220 depicts another icon locatednear avatar 200, wherein the icon indicates a network or a connectionstatus. For example, a cell-phone inside a “no-sign” can indicate thatclient computer system 140 is connected to target computer system 130via a network connection (e.g., network 120) having low signal strength.Visual indicator 222 depicts another icon located near avatar 200,wherein the icon indicates a time metric related to the current call.For example, textual information coupled with the icon located nearavatar 200 can indicate that the user of client computer system 140 hasbeen on hold for 10 minutes. In another example, visual indicator 222indicates the duration of the current call. In general, visualindicators 218, 220, and 222 are visual indicators representingdifferent characteristics of the user of client computer system 140(e.g., total hold time, number of interactions, network strength, andother call or interaction information).

FIG. 2E illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is enriched with textindicator 224. In another embodiment, enriched client profile 136 maycomprise a greater or lesser number of visual indicators. Text indicator224 depicts textual content located near avatar 200, wherein the textualcontent indicates a type of information based, at least in part on, theuser of client computer system 140 and/or the user of target computersystem 130. For example, text indicator 224 may be implemented if novisual indicator can be generated to represent different characteristicsof the user of client computer system 140.

FIG. 2F illustrates avatar 200, in accordance with an embodiment of thepresent invention. In this embodiment, avatar 200 is enriched withvisual indicator 226, visual indicator 228, visual indicator 230, andtext indicator 232. In another embodiment, enriched client profile 136may comprise a greater or lesser number of visual and text indicators.Visual indicator 226 indicates that the user of client computer system140 enjoys listening to music. Visual indicator 230 indicates that fourinteractions (e.g., calls) have taken place between the user of clientcomputer system 140 and the user of target computer system 130. Visualindicator 228 indicates that the preferred spoken language of the userof client computer system 140 is English. Text indicator 232 indicatesnon-graphic information based, at least in part, on the user of clientcomputer system 140 and/or the user of target computer system 130. Ingeneral, avatar 200 may comprise any number of visual and textindicators that represent one or more types of information (e.g.,personal interests, client-service relationships, network status,current call information, and combinations thereof) to create enrichedclient profile 136. Furthermore, the number of visual and textindicators are dynamic such that objects may interact with one another,and can be adjusted (e.g., size, location, opacity) as well as removedand/or added.

FIG. 3 is flowchart 300 illustrating operational steps for generatingenriched client profile 136, in accordance with an embodiment of thepresent invention. In this embodiment, target computer system 130 andclient computer system 140 interact with data stores 110 via network120. Subsequently, target computer system 130 identifies informationassociated with a user of client computer system 140 and translates theidentified information into one or more visual indicators. Accordingly,target computer system 130 generates enriched client profile 136 usingan avatar (e.g., avatar 200) enriched with the one or more translatedvisual indicators. In this embodiment, target computer system 130automatically identifies information associated with the user of clientcomputer system 140 based on a predetermined setting. In anotherembodiment, a user of target computer system 130 may elect to includeadditional and/or remove information to be translated, as described ingreater detail herein.

In step 302, service application 134 communicates with data retrievalcomponent 132 to capture information associated with a user of clientcomputer system 140. The information to be captured by data retrievalcomponent 132 is stored in data stores 110. In this embodiment, serviceapplication 134 automatically communicates with data retrieval component132 to capture the information responsive to establishing an interactionbetween a user of target computer system 130 and the user of clientcomputer system 140. For example, service application 134 indicates todata retrieval component 132 to capture personal information, networkinformation, and call history information to create enriched clientprofile 136. In another embodiment, the user of target computer system130 specifies when to capture information associated with the user ofclient computer system 140. For example, the user of target computersystem 130 may require additional information associated with the userof client computer system 140. Furthermore, service application 134 mayalso specify a refresh frequency for information stored in data stores110. For example, a user of client computer system 140 may call a userof target computer system 130. In this example, service application 134may determine that the information stored in data stores 110 that isassociated with the user of client computer system 140 is not up todate. In this instance, service application 134 may request to updatedata stores 110 with refreshed information associated with the user ofclient computer system 140 prior to capturing the information forsubsequent processing. For illustrative purposes, it should beunderstood that more than one enriched client profile 136 can be createdduring an interaction between the user of client computer system 140 andthe user of target computer system 130. In general, data retrievalcomponent 132 automatically and/or semi-automatically (via user input)retrieves information associated with the user of client computer system140 to create enriched client profile 136. In some embodiments, serviceapplication 134 may perform some or all of operations of flowchart 300in response to an update to the information associated with the user ofclient computer system 140.

In step 304, service application 134 determines whether language mappingis available. In this embodiment, service application 134 uses atranslation map stored in data stores 110 and the captured informationto determine whether the stored translation map allows generation of oneor more visual indicators. As previously discussed, the translation mapmay comprise one or more tables that associate late characteristicsdescribing the user of client computer system 140 with one or morevisual indicators.

If, in step 304, service application 134 determines that languagemapping is unavailable, then in step 306, service application 134creates one or more text indicators to describe the enriched informationassociated with the user of client computer system 140. For example,service application 134 may analyze the captured information and thetranslation map and determine that one or more portions of the capturedinformation cannot be translated using the stored translation map. Incertain embodiments, service application 134 stores enriched informationthat could not be translated to create visual indicators for creatingsubsequent translation maps. In yet another embodiment, the user oftarget computer system 130 may be prompted with non-translated enrichedinformation and, in this instance, the user of target computer system130 may decide how to handle the non-translated enriched information.For example, the user of target computer system 130 may manually assignone or more visual indicators to the captured information.

If, in step 304, service application 134 determines that languagemapping is available, then in step 308, service application 134 createsone or more visual indicators to describe the information associatedwith the user of client computer system 140 using the stored translationmap and the captured information.

In step 310, service application 134 creates enriched client profile 136based, at least in part, on the one or more created text indicatorsand/or the one more created visual indicators. As previously discussed,in this embodiment, enriched client profile 136 comprises an avatar thatis enriched with at least one visual indicator and/or textual indicator.In this embodiment, the created enriched client profile 136 that may bepresented to a user of target computer system 130 may reduce the AHT ofan interaction between the user of client computer system 140 and theuser of target computer system 130. The AHT may be reduced becausecharacteristics of the user of client computer system 140 andinformation associated with the interaction have an increased ease ofaccess and readability. Accordingly, the user of target computer system130 can provide a faster response time (i.e., reduced AHT) usingvisualization of information provided by enriched client profile 136.

In certain embodiments, operational steps described in FIG. 3 may berepeated to create another enriched client profile 136 for one or moreinteractions between users of client computer system 140 and targetcomputer system 130 or update a previously created enriched clientprofile 136. It should be understood, that operational steps describedin FIG. 3 may be performed in any order enriched client profile 136 isgenerated, in accordance with an embodiment of the present invention.

FIG. 4 is a block diagram of internal and external components of acomputer system 400, which is representative the computer systems ofFIG. 1, in accordance with an embodiment of the present invention. Itshould be appreciated that FIG. 4 provides only an illustration of oneimplementation and does not imply any limitations with regard to theenvironments in which different embodiments may be implemented. Ingeneral, the components illustrated in FIG. 4 are representative of anyelectronic device capable of executing machine-readable programinstructions. Examples of computer systems, environments, and/orconfigurations that may be represented by the components illustrated inFIG. 4 include, but are not limited to, personal computer systems,server computer systems, thin clients, thick clients, laptop computersystems, tablet computer systems, cellular telephones (e.g., smartphones), multiprocessor systems, microprocessor-based systems, networkPCs, minicomputer systems, mainframe computer systems, and distributedcloud computing environments that include any of the above systems ordevices.

Computer system 400 includes communications fabric 402, which providesfor communications between one or more processors 404, memory 406,persistent storage 408, communications unit 412, and one or moreinput/output (I/O) interfaces 414. Communications fabric 402 can beimplemented with any architecture designed for passing data and/orcontrol information between processors (such as microprocessors,communications and network processors, etc.), system memory, peripheraldevices, and any other hardware components within a system. For example,communications fabric 402 can be implemented with one or more buses.

Memory 406 and persistent storage 408 are computer-readable storagemedia. In this embodiment, memory 406 includes random access memory(RAM) 416 and cache memory 418. In general, memory 406 can include anysuitable volatile or non-volatile computer-readable storage media.Software is stored in persistent storage 408 for execution and/or accessby one or more of the respective processors 404 via one or more memoriesof memory 406.

Persistent storage 408 may include, for example, a plurality of magnetichard disk drives. Alternatively, or in addition to magnetic hard diskdrives, persistent storage 408 can include one or more solid state harddrives, semiconductor storage devices, read-only memories (ROM),erasable programmable read-only memories (EPROM), flash memories, or anyother computer-readable storage media that is capable of storing programinstructions or digital information.

The media used by persistent storage 408 can also be removable. Forexample, a removable hard drive can be used for persistent storage 408.Other examples include optical and magnetic disks, thumb drives, andsmart cards that are inserted into a drive for transfer onto anothercomputer-readable storage medium that is also part of persistent storage408.

Communications unit 412 provides for communications with other computersystems or devices via a network (e.g., network 120). In this exemplaryembodiment, communications unit 412 includes network adapters orinterfaces such as a TCP/IP adapter cards, wireless Wi-Fi interfacecards, or 3G or 4G wireless interface cards or other wired or wirelesscommunication links. The network can comprise, for example, copperwires, optical fibers, wireless transmission, routers, firewalls,switches, gateway computers and/or edge servers. Software and data usedto practice embodiments of the present invention can be downloadedthrough communications unit 412 (e.g., via the Internet, a local areanetwork or other wide area network). From communications unit 412, thesoftware and data can be loaded onto persistent storage 408.

One or more I/O interfaces 414 allow for input and output of data withother devices that may be connected to computer system 400. For example,I/O interface 414 can provide a connection to one or more externaldevices 420, such as a keyboard, computer mouse, touch screen, virtualkeyboard, touch pad, pointing device, or other human interface devices.External devices 420 can also include portable computer-readable storagemedia such as, for example, thumb drives, portable optical or magneticdisks, and memory cards. I/O interface 414 also connects to display 422.

Display 422 provides a mechanism to display data to a user and can be,for example, a computer monitor. Display 422 can also be an incorporateddisplay and may function as a touch screen, such as a built-in displayof a tablet computer.

The present invention may be a system, a method, and/or a computerprogram product. The computer program product may include a computerreadable storage medium (or media) having computer readable programinstructions thereon for causing a processor to carry out aspects of thepresent invention.

The computer readable storage medium can be a tangible device that canretain and store instructions for use by an instruction executiondevice. The computer readable storage medium may be, for example, but isnot limited to, an electronic storage device, a magnetic storage device,an optical storage device, an electromagnetic storage device, asemiconductor storage device, or any suitable combination of theforegoing. A non-exhaustive list of more specific examples of thecomputer readable storage medium includes the following: a portablecomputer diskette, a hard disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), a static random access memory (SRAM), a portablecompact disc read-only memory (CD-ROM), a digital versatile disk (DVD),a memory stick, a floppy disk, a mechanically encoded device such aspunch-cards or raised structures in a groove having instructionsrecorded thereon, and any suitable combination of the foregoing. Acomputer readable storage medium, as used herein, is not to be construedas being transitory signals per se, such as radio waves or other freelypropagating electromagnetic waves, electromagnetic waves propagatingthrough a waveguide or other transmission media (e.g., light pulsespassing through a fiber-optic cable), or electrical signals transmittedthrough a wire.

Computer readable program instructions described herein can bedownloaded to respective computing/processing devices from a computerreadable storage medium or to an external computer or external storagedevice via a network, for example, the Internet, a local area network, awide area network and/or a wireless network. The network may comprisecopper transmission cables, optical transmission fibers, wirelesstransmission, routers, firewalls, switches, gateway computers and/oredge servers. A network adapter card or network interface in eachcomputing/processing device receives computer readable programinstructions from the network and forwards the computer readable programinstructions for storage in a computer readable storage medium withinthe respective computing/processing device.

Computer readable program instructions for carrying out operations ofthe present invention may be assembler instructions,instruction-set-architecture (ISA) instructions, machine instructions,machine dependent instructions, microcode, firmware instructions,state-setting data, or either source code or object code written in anycombination of one or more programming languages, including an objectoriented programming language such as Smalltalk, C++ or the like, andconventional procedural programming languages, such as the “C”programming language or similar programming languages. The computerreadable program instructions may execute entirely on the user'scomputer, partly on the user's computer, as a stand-alone softwarepackage, partly on the user's computer and partly on a remote computeror entirely on the remote computer or server. In the latter scenario,the remote computer may be connected to the user's computer through anytype of network, including a local area network (LAN) or a wide areanetwork (WAN), or the connection may be made to an external computer(for example, through the Internet using an Internet Service Provider).In some embodiments, electronic circuitry including, for example,programmable logic circuitry, field-programmable gate arrays (FPGA), orprogrammable logic arrays (PLA) may execute the computer readableprogram instructions by utilizing state information of the computerreadable program instructions to personalize the electronic circuitry,in order to perform aspects of the present invention.

Aspects of the present invention are described herein with reference toflowchart illustrations and/or block diagrams of methods, apparatus(systems), and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer readable program instructions.

These computer readable program instructions may be provided to aprocessor of a general purpose computer, special purpose computer, orother programmable data processing apparatus to produce a machine, suchthat the instructions, which execute via the processor of the computeror other programmable data processing apparatus, create means forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks. These computer readable program instructionsmay also be stored in a computer readable storage medium that can directa computer, a programmable data processing apparatus, and/or otherdevices to function in a particular manner, such that the computerreadable storage medium having instructions stored therein comprises anarticle of manufacture including instructions which implement aspects ofthe function/act specified in the flowchart and/or block diagram blockor blocks.

The computer readable program instructions may also be loaded onto acomputer, other programmable data processing apparatus, or other deviceto cause a series of operational steps to be performed on the computer,other programmable apparatus or other device to produce a computerimplemented process, such that the instructions which execute on thecomputer, other programmable apparatus, or other device implement thefunctions/acts specified in the flowchart and/or block diagram block orblocks.

The flowchart and block diagrams in the Figures illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods, and computer program products according to variousembodiments of the present invention. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof instructions, which comprises one or more executable instructions forimplementing the specified logical function(s). In some alternativeimplementations, the functions noted in the block may occur out of theorder noted in the Figures. For example, two blocks shown in successionmay, in fact, be executed substantially concurrently, or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved. It will also be noted that each block of theblock diagrams and/or flowchart illustration, and combinations of blocksin the block diagrams and/or flowchart illustration, can be implementedby special purpose hardware-based systems that perform the specifiedfunctions or acts or carry out combinations of special purpose hardwareand computer instructions.

The descriptions of the various embodiments of the present inventionhave been presented for purposes of illustration, but are not intendedto be exhaustive or limited to the embodiments disclosed. Manymodifications and variations will be apparent to those of ordinary skillin the art without departing from the scope and spirit of the invention.The terminology used herein was chosen to best explain the principles ofthe embodiment, the practical application or technical improvement overtechnologies found in the marketplace, or to enable others of ordinaryskill in the art to understand the embodiments disclosed herein.

What is claimed is:
 1. A method comprising: receiving, by one or morecomputer processors, information associated with a user of a clientcomputer system from one of a plurality of data stores, wherein a firstof the plurality of data stores includes a customer database, and asecond of the plurality of data stores includes one of: internal sourcecall center logs, network real time performance data, customerrelationship management sources, or social media databases; determining,by the one or more computer processors, one or more characteristics ofthe user based on information associated with the user, wherein a firstof the one or more characteristics includes a preferred spoken languageof the user, and a second of the one or more characteristics includesone of: preferred spoken language of the user, a geographical locationof the user, other personal information, lifestyle choices, hobbies,personal preferences, and other personal interest information, totalhold time, number of interactions, network strength, other call orinteraction information; generating, by the one or more computerprocessors, one or more visual indicators that represent one or morecharacteristics of the one or more characteristics of the user via anapplication program that leverages natural language processing andsemantic analysis tools to associate a visual indicator with acharacteristic; responsive to determining that at least one of the oneor more characteristics are not represented by a generated visualindicator, generating, by the one or more computer processors, one ormore text indicators that include a portion of text based on the atleast one of the one or more characteristics that are not represented bya generated visual indicator; generating, by the one or more computerprocessors, a user profile based the one or more generated visualindicators, wherein the user profile is a representation that describesthe one or more characteristics of the user; responsive to determiningthat one or more text indicators are generated, updating, by the one ormore computer processors, the user profile with the one or moregenerated text indicators; and updating, by the one or more computerprocessors, the user profile based on an update to at least one of theplurality of data stores.